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Guest Experience Manager

Mint House

Mint House

Nashville, TN, USA
Posted on Thursday, May 2, 2024

We’re pioneering a new kind of stay.

Mint House combines the classic comfort of home and the modern luxury of a hotel, giving guests all the perks and none of the tradeoffs. We’ve ditched losable key cards, long lines, room service and other relics for the things we miss when we travel—kitchens, groceries, workout routines, and the space to spread out. Every part of the Mint House experience is making your stay personal, predictable and effortless. Our presence spans major U.S. cities like New York, Miami, and Nashville. #staymint

THE ROLE

As the Guest Experience Manager, you will oversee and direct all front desk operations, ensuring exceptional guest service delivery. You will lead a team, manage personnel administrative tasks, handle guest feedback, and maintain operational efficiency. This role requires strong leadership skills, exceptional customer service abilities, and a thorough understanding of hotel 24/7 front desk operations. The Guest Experience Manager will act as “manager on duty” in the absence of our Market Lead when necessary across our 3 Nashville Mint house locations.

AT MINT HOUSE YOU WILL

  • Prioritize, delegate, execute, and support day-to-day tasking including arrival experience, reservations, and issues to our Hosts to create a personalized guest experience and hold the team accountable
  • Coordinate workforce in the field to ensure appropriate staffing levels and all guest needs are met; lead all recruitment and onboarding efforts for Host staff
  • Direct personnel administrative tasks, including monitoring and confirming electronic timecards, time off requests, and policy acknowledgment processes
  • Perform front-of-house duties as needed, arranging front desk coverage during staff shortages, including flexibility to cover shifts as needed
  • Work with the Revenue and Sales team to ensure reservations are correct, rates are properly set up, and proper chains of communication are set up for group, and corporate reservations
  • Evaluate and respond to guest feedback promptly, addressing service issues and meeting guest needs effectively
  • Lead troubleshoot minor technical issues and maintenance including but not limited to wifi connectivity, TV setup, light bulb replacement, oversee contract appointments in conjunction with General Manager and Operations Manage
  • Implement training plans to ensure strict adherence to Standard Operating Procedures (SOPs) distributed from corporate to market operations
  • Support our Property Hosts by training, coaching and providing performance feedback with an eye towards execution
  • Maintain a comprehensive knowledge of the hotel's amenities, services, and policies to effectively assist guests with any inquiries or requests they may have
  • Care for and inspect all guest areas and apartments to verify that appliances and amenities are clean and in working order, ensuring guests' comfort and satisfaction
  • Assist with inventory and ordering duties including preparing turnover kits, receiving deliveries, Grab & Go Restocking, and tracking linen/consumables,

WE ARE LOOKING FOR

  • Bachelor's degree in Hospitality Management or related field preferred
  • Minimum of 3 years of Front Office hotel experience, 1 year of hotel management experience is preferred
  • Exceptional people skills and experience with scheduling staff, hiring, training, coaching, and managing hourly employees
  • Ability to travel between work locations, as needed
  • Comfort with new tech-stacks and using mobile apps while interacting with guests at the property level
  • Excellent communication and organizational abilities
  • Proficiency in hotel management software and Google Workspace (G Suite) preferred
  • Detail-oriented with a focus on delivering exceptional guest experiences
  • Ability to work flexible hours, including evenings, weekends, and holidays
  • Ability to take initiative and comfort in independent problem solving with the humility to ask for help when needed; confident to take charge
  • Process-oriented skill sets to successfully manage vendor relationships i.e housekeeping, linen/laundry, maintenance, etc.
  • Possess a valid driver's license with a clean driving record and feel comfortable driving automatic vehicles to assist with guest transportation

Compensation Range: $41,000 - $51,000 USD

Mint Houses' compensation philosophy is driven by our company value of fostering inclusivity. To best ensure pay equity, we typically bring in fresh mints near the middle of our listed compensation bands and lead with the best overall compensation package (i.e. all people hired at the same experience & level are brought in at the same salary, equity, and benefits). Our Talent team will work with you and can provide more details on our philosophy.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Mint House is an Equal Opportunity Employer and a workplace of belongingness. We’re committed to diversity and maintaining a work environment that is free from harassment and discrimination. Applicants from all backgrounds are encouraged to apply, and will not be discriminated against on the basis of any protected status under federal, state, or local law.

New York City is where we call home, and you'll find HQs near Grand Central at 450 Lexington Ave, right within a WeWork space. No matter where our team members are located, we work on East Coast hours to foster collaboration, communication, and enjoy some lively emoji exchanges. At Mint House, we pause amidst the hustle to celebrate our wins, celebrating personal and company achievements via Slack. Embracing individuality, we honor each person and property, encouraging authenticity.

Mint House participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Right To Work

E-Verify (English / Spanish)

At Mint House, we are committed to promoting work-life integration in the most natural and enjoyable way possible. That's why we're excited to offer our team members complimentary nights at any Mint House location of their choice, plus exclusive year-round discounts. It's our way of ensuring that our employees can experience firsthand the comfort and convenience we champion. Enjoy your stay on us and see just how we blend work, life, and play at Mint House! 🛌